Summary
Education
Skills
Work History
Timeline
Generic

Kelly Hooks

Customer Experience Specialist
Forest Park,GA

Summary

  • Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Education

Strayer University
Atlanta,GA
09.2014

Skills

  • Customer Relationship Management
  • Customer Experience Improvement
  • Team Management Experience
  • Microsoft Office
  • Salesforce
  • Account Managing
  • Appointment Scheduling Software
  • Critical Thinking
  • Freight Transportation

Work History

Customer Service Team Lead

LendingPoint
Kennesaw, GA
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Escalated issues to proper supervisors when standard processes were not effective.

Customer Experience Specialist

Convoy
Atlanta, GA
11.2021 - 07.2023
  • Documented customer interactions in Salesforce to maintain customer service history details.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Using our JIRA ticketing system to address and manage requests from fellows, alumni, and internal teams

Timeline

Customer Experience Specialist

Convoy
11.2021 - 07.2023

Strayer University

Customer Service Team Lead

LendingPoint

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Kelly HooksCustomer Experience Specialist